Understanding guests’ dissatisfaction

Heo, Cindy Yoonjoung (Ecole hôtelière de Lausanne, HES-SO // University of Applied Sciences Western Switzerland) ; Kim, Bona (Singapore Institute of Technology, Singapore) ; Drapé-Frisch, Laetitia (Ecole hôtelière de Lausanne, HES-SO // University of Applied Sciences Western Switzerland)

Organizations often view current market situations from the customers’ viewpoints. To do so, they face an incredibly vast volume and variety of data. Data visualization makes huge amounts more accessible and understandable and helps to communicate complex information more accurately and effectively. This chapter discusses how to utilize user-generated data in the tourism industry to enhance the customer experience through data visualization tools. Five analysis tools are used to identify the factors that contribute to hotel guests’ dissatisfaction in five top city destinations. Identifying and eliminating dissatisfaction is the first step in enhancing the quality of the experience and in fostering loyalty in the long run.


Keywords:
Faculty:
Economie et Services
School:
EHL
Institute:
Aucun institut
Subject(s):
Economie/gestion
Publisher:
Bingley, Emerald Publishing
Date:
2019-11
Bingley
Emerald Publishing
Pagination:
pp. 125-142
Published in:
Delivering tourism intelligence
Author of the book:
Pearce, Philip ; ed. ; James Cook University, Australia
Oktadiana, Hera ; ed. ; James Cook University, Australia
DOI:
ISSN:
2042-1443
ISBN:
978-1-78769-810-9
External resources:
Appears in Collection:



 Record created 2020-05-08, last modified 2020-05-08

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